Extra Help Unit at Citizens Advice Scotland


Governance Impact Award - Future of Work


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Brief description:

The Extra Help Unit (EHU) at Citizens Advice Scotland raises complaints with energy suppliers on behalf of people who may be considered vulnerable or at risk of disconnection. Dedicated caseworkers resolve issues for more than 12,000 people each year across Great Britain.

HelpFirst is funded by Scottish Government's CivTech to solve a key problem at EHU: how to identify and prioritise the most vulnerable clients, in a situation where all the clients have vulnerable characteristics. The ongoing cost of living crisis means that EHU is overwhelmed. New solutions are needed.

Why entering?

HelpFirst is a key part of CAS's drive to ensure that its service is resilient in the face of spikes in demand and to ensure that its workforce is properly care for in the face of exceptional demand.

Indicators that we are leading the way include:
* HelpFirst won a £600k CivTech award from the Scottish Government to develop this software.
* HelpFirst was shortlisted for the Helplines Partnership - Innovation and Future-proofing Award

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